Customer Experience Lead

Customer Experience Specialist (CES) Lead Job Description

Position Title: Customer Experience Specialist (CES) Lead

Department: Customer Experience / Call Center Operations

Reports To: Call Center Supervisor

Direct Reports: Customer Experience Specialists (CES)

Position Summary

The Customer Experience Specialist (CES) Lead supports daily call center operations by providing real-time guidance, coaching, and operational support to Customer Experience Specialists. This role serves as a frontline leader responsible for maintaining service quality, supporting KPI performance, assisting with customer escalations, and reinforcing company processes and procedures. The CES Lead plays a critical role in ensuring exceptional customer service, accurate scheduling, and revenue generation through memberships and ancillary services within HVAC and plumbing service operations.

Key Responsibilities

Team Leadership & Coaching

• Provide daily support, guidance, and coaching to CES team members.
• Monitor call quality and customer interactions to ensure adherence to company standards.
• Conduct call reviews and provide constructive performance feedback.
• Assist with onboarding and training of new CES employees.
• Reinforce company policies, procedures, and service standards.
• Support employee engagement and team morale initiatives.

Operational Support

• Monitor call queues and assist in managing call flow to maintain service level goals.
• Provide real-time assistance to CES staff during customer interactions.
• Support workforce adherence by monitoring schedules, attendance, and productivity.
• Coordinate shift coverage and assist with staffing adjustments when necessary.
• Escalate operational concerns or staffing challenges to the Call Center Supervisor.

Customer Experience & Escalation Management

• Handle Tier 1 customer escalations and support resolution efforts.
• Assist CES staff with difficult or complex customer service situations.
• Ensure escalated cases are documented accurately and resolved efficiently.
• Identify recurring customer concerns and recommend process improvements.
• Maintain high customer satisfaction and service excellence standards.

KPI Monitoring & Performance Support

• Monitor and support team performance metrics including:
  • Call abandonment rate
  • Average time to answer
  • Service level performance
  • Call quality assurance scores
  • Booking conversion rates
  • Sales and revenue performance
• Provide coaching and guidance to help team members meet performance goals.
• Assist the Call Center Supervisor in preparing performance reports and identifying improvement opportunities.

Sales & Revenue Support

• Support team performance in promoting memberships, maintenance agreements, and ancillary products.
• Coach CES staff on upselling and cross-selling opportunities during customer interactions.
• Monitor sales conversion rates and provide feedback to improve results.
• Reinforce value-based selling techniques.

Scheduling & Dispatch Coordination

• Support CES staff with scheduling HVAC and plumbing service appointments.
• Assist with technician skill matching and service routing accuracy.
• Ensure emergency and priority service calls are handled appropriately.
• Maintain communication with dispatch and field service teams to support scheduling      accuracy.

Training & Communication

• Conduct daily team huddles and provide operational updates.
• Communicate new services, promotions, policies, and procedural updates to CES staff.
• Assist in delivering ongoing training and skill development sessions.
• Reinforce company initiatives and process changes.

Qualifications & Requirements

Education & Experience

• High school diploma or equivalent required.
• 2+ years of customer service or call center experience required.
• Experience in HVAC, plumbing, home services, or service scheduling preferred.
• Previous leadership, mentoring, or training experience preferred.

Knowledge & Skills

• Strong customer service and communication skills.
• Working knowledge of HVAC and plumbing service operations preferred.
• Ability to coach and mentor team members effectively.
• Strong problem-solving and conflict resolution skills.
• Ability to multitask in a fast-paced environment.
• Basic sales and revenue generation skills.
• Strong organizational and time management skills.
• Proficiency with CRM systems, call center software, and scheduling platforms.

Working Conditions

• Fast-paced call center environment.
• Ability to work flexible schedules including evenings, weekends, or peak seasonal demand periods.
• Extended periods of sitting, computer, and phone usage.

Success Metrics

Success in this role will be measured by:

• Team KPI performance achievement
• Call quality and customer satisfaction scores
• Sales and membership conversion rates
• Escalation resolution effectiveness
• Employee development and engagement
• Operational efficiency and schedule adherence